Technology that optimizes flexible work arrangements must be provided to employees in today's hybrid world. And to unlock improved hybrid work experiences and enhanced customer satisfaction, AI can (and in many cases, should) be utilized.
With employees returning to physical office spaces, the use of video intelligence can enable more inclusive collaboration. Also, as organizations strive to meet the high expectations of customers, the sheer volume, speed and diversity of interactions (as well as the need for personalized service) has surpassed what agents and traditional systems can handle.
So, Cisco is driving solutions with new purpose-built Webex AI capabilities.
Cisco enhanced its Webex video-conferencing capabilities by adding advanced AI features to its conference room operating system called Cisco Room OS. The new features include Cinematic Meetings that use voice and facial recognition to automatically capture the best angle of the active speaker, providing a focused view for attendees in the meeting room and remote participants alike. Another feature called Meeting Zones allows IT admins to set virtual boundaries for any collaboration space, which only captures people who are within the defined boundaries, leaving out any blank spaces or distractions from outside the meeting area.
Cisco also added new AI features to the Webex Suite to enhance collaboration. These features include Super Resolution for HD meetings even with low bandwidth and poor camera quality, smart re-lighting for better video quality in different lighting conditions and an automatic "Be Right Back" update that puts up a message, blurs the background and mutes audio when a user steps away from a meeting.
Additionally, new AI capabilities were added to Cisco’s customer experience solutions, including actionable insights for improved CX with Topic Analysis in Webex Contact Center, Agent Answers as a real-time agent coach, automated chat summaries for agents, and automated code for rapid customization of customer journeys in Webex Connect. These capabilities use AI to help businesses proactively meet customer needs, increase agent effectiveness and streamline processes.
"Cisco experience in AI with its natural language understanding, and audio and video intelligence in Webex,” said Jeetu Patel, EVP and General Manager, Security and Collaboration, Cisco. “As we double down on our AI investment, we're empowering our customers to deliver exceptional hybrid work and customer experience outcomes based on their datasets, while relentlessly protecting their confidentiality and privacy."
The new Webex AI capabilities deliver unrivaled hybrid work experience as the new normal continues to evolve. Cisco plans to roll out new Webex AI capabilities over the course of 2023.
Edited by Alex Passett